•Make it clear to the client that the service is free, confidential and impartial and explain what this means in practice.
•Actively listening will help you build trust and rapport with your client and help you understand your client’s situation and feelings. Be aware of how your own preconceptions or attitudes affect the interview process. Recognise any negative ideas you may have about borrowing and debt and address them.
•Reassure the client that they have done the right thing in seeking advice. Being in debt can be stressful and clients may feel embarrassed to talk about their financial problems. It is important to build the client’s trust and to emphasise that they will not be judged for being in debt.
•Encourage the client to express their emotions to get these out of the way, so they can then concentrate on remembering, thinking and decision making as the interview progresses. For example, many people in debt fear imprisonment. This is not the case for the majority of debts, but this fear must be voiced if progress is to be made.
•Asking clients the question ‘Is there anything you are particularly worried about?’ can allow them to express their fears/other emotions. Clients may also have problems that initially do not appear to be debt-related – eg, relationship issues. Clients need to be able to express whatever is important to them and their concerns so that they can then concentrate on sorting out their debts.
•Due to the numerous threats from individual creditors, many clients feel hopeless about their situation. Do not raise false expectations by dismissing these threats, but be positive and explain that it is possible to do something about it.
•Anticipate problems that the client may face. It is important that the client does not depart from decisions made as part of a strategy, but you are unlikely to be there when these decisions are tested. For example, you may agree with a client that, because they have been paying creditors who call at their home and not paying their priority creditors, the best course of action is to withhold all payments to unsecured creditors until the arrears on the client’s priority debts have been cleared.
•This decision will not be tested until an unsecured creditor calls, perhaps late at night, making threats. The client may find it difficult to stick to their earlier decision unless you have already explored this possibility with them. Try to prepare them for any such occurrences.
•Partners, or other people who the client lives with may need to be consulted if a good decision (ie, one which is likely to be adhered to) is to be made. Many of the decisions taken involve third parties who may not be at the interview. Even if you consider that urgent action is required, it can generally be delayed long enough for the client to consult others. Occasionally, there may be compelling reasons for not doing so – eg, if there is a fear of violence.
•Tell the client about the service they can expect from you and the agency. Explain what is expected of the client and what you will do. This must be written down and a copy given to the client and one kept by the agency.
•Performing realistic tasks can empower the client – eg, switching fuel supplier or opening a new bank account. Modest tasks, such as asking a particular creditor about arrears, can help the client feel involved in the processes being carried out on their behalf. Although it is important to offer expertise and services, do not take over the client’s life – and avoid creating dependency.
•Be impartial and do not assume you know what is best for the client. All options suitable to the client must be considered before any course of action is agreed.